At a Glance
- Tasks: Provide top-notch technical support and troubleshoot software issues for customers.
- Company: Leading UK software provider with a focus on cloud-based solutions.
- Benefits: Hybrid working, life assurance, health package, and career progression opportunities.
- Other info: Exciting growth potential in a fast-paced SaaS environment.
- Why this job: Join a dynamic team and enhance your tech skills while helping customers succeed.
- Qualifications: Experience in technical support and strong troubleshooting skills required.
The predicted salary is between 40000 - 45000 £ per year.
Our client is a leading UK software provider delivering specialist cloud-based solutions.
With a growing customer base, recurring revenue model, and ambitious expansion plans, they are looking to appoint a
1st / 2nd Line Support Engineer to join their established Technical Support team in Newcastle.
This is an excellent opportunity for a customer-focused support professional who enjoys troubleshooting software issues, working directly with customers, and developing their technical skills within a growing Saa S environment.
The Role
As a 1st / 2nd Line Support Engineer, you will be responsible for providing technical support to customers via phone, email, and ticketing systems.
You'll investigate software issues, manage support tickets through to resolution, and work closely with internal Product and Engineering teams to deliver an outstanding customer experience.
Key responsibilities include
- Providing first and second-line support for software-related issues.
- Diagnosing, troubleshooting, and resolving customer incidents and service requests.
- Managing and prioritising your own support queue within agreed SLAs.
- Logging and maintaining accurate records within the ITSM platform.
- Replicating issues and escalating software defects where required.
- Supporting users with software configuration, setup, and best practice guidance.
- Conducting remote support sessions and customer troubleshooting calls.
- Liaising with Development, Product, and third-party partners to resolve complex issues.
- Contributing to internal knowledge base articles and support documentation.
- Delivering a consistently high standard of customer service.
About You
We're keen to speak with candidates who have experience in a technical support, service desk, or application support environment and who are passionate about delivering exceptional customer service.
You’ll ideally have
- At least 2 years' experience in a 1st/2nd Line Support, Application Support, or Technical Support role.
- Strong troubleshooting and analytical skills.
- Experience using ticketing systems such as Service Now, Halo, Zendesk, or similar.
- A good understanding of Microsoft 365 applications.
- Familiarity with Windows environments, networking fundamentals, and remote support tools.
- Excellent written and verbal communication skills.
- The ability to manage multiple priorities in a fast-paced environment.
- A proactive, self-motivated approach with a strong customer-first mindset.
Any of the following would be advantageous
- SQL or My SQL experience.
- Sage 50, Sage 200, Intacct, or similar accounting software knowledge.
- Saa S/software company experience.
- Experience supporting complex business-critical applications.
What's On Offer?
- Hybrid working (up to 3 days from home following probation).
- Life assurance.
- Health and wellbeing package including GP services, counselling support, gym discounts, and wellbeing resources.
- Career progression within a growing technology business.
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